Budget insurance Refuse to Pay out

I made a claim with budget on the 30 December 2022 after my phone was ****** at the mall from my handbag. I registered the claim and received a response from a consultant on the 5th of January 2023 , the consultant advised me that the claim was rejected. I advised that I would cancel my insurance with budget as it was my first claim and it was rejected. She spoke to management and advise they would go through with the claim provided that I block the phone and the number and submit an Itc number within 14 days of the claim. I did so and sent it through on the 10th January 2023 and recieved out of office email from the consultant. Today I recieved an email from budget with a document stating that my claim was rejected because I did not submit the itc number within 14 days. It has only been 12 days since the date of the claim and 6 days since the consultant had informed me of submitting the itc number for the claim. This is absolutely disgraceful and without a doubt a money making scheme from Budget. Terrible customer service , we pay for insurance as we live with high crime rates In South Africa and it's all for nothing.